Shared Mailboxes

What's Changing

If your dealership uses shared email addresses (like service@yourdealership.com or sales@yourdealership.com), these are becoming Shared Mailboxes in Microsoft 365. The concept is the same - a shared inbox that multiple team members can access.

What Stays the Same

• The shared email address - it stays exactly the same
• Team access - the same people who had access before still have it
• Sending from the shared address - you can still send emails as the shared mailbox
• Incoming emails - customers sending to the shared address will see no difference

How Shared Mailboxes Work

A shared mailbox is like a community mailbox at your dealership:

• Multiple team members can read and reply to emails
• When someone replies, it goes out from the shared address (not their personal email)
• Everyone on the team can see what's been responded to

Accessing Your Shared Mailbox

In Outlook Desktop

1. Open Outlook
2. Your shared mailbox should appear automatically in the left sidebar, under your personal mailbox
3. If you don't see it, go to File > Account Settings > Account Settings > Change > More Settings > Advanced > Add

In Outlook on the Web

1. Go to outlook.office.com
2. Right-click on Folders in the left sidebar
3. Select Add shared folder
4. Type the shared mailbox address
5. It appears as a separate mailbox in your folder list

On Your Phone

1. Open the Outlook app
2. Tap your profile icon (top left)
3. Tap the gear icon (Settings)
4. Tap Add Mail Account
5. Enter the shared mailbox address

Sending from a Shared Mailbox

When composing a new email from a shared mailbox:

1. Click New Email
2. Click the From field
3. Select the shared mailbox address instead of your personal email
4. Compose and send - the recipient will see the shared address, not your personal one

Tips for Dealership Staff

• Reply from the right address - always check the "From" field to make sure you're replying from the shared mailbox and not your personal email
• Use folders within the shared mailbox to organize emails (e.g., "In Progress", "Completed", "Needs Callback")
• Don't delete emails others might need - use folders instead of deleting
• Flag emails that need follow-up - your team can see flagged items

Common Questions

Q: Will customers notice the change? A: No. The email address stays the same, and emails look the same to customers.

Q: Can I see who replied to an email? A: Yes. In the shared mailbox, you can see the "From" field on sent items to see which team member responded.

Q: What if two people reply to the same email? A: Both replies will be sent. Coordinate with your team to avoid duplicate responses.

Need Help?

1. Ask your manager if you should have access to a shared mailbox
2. Contact your dealership IT contact
3. Email the CanadaOne IT team at it@canadaoneauto.com